In a Nutshell
Key to the Workforce Management module is the Skills Management feature. Here, administrators can assign skills to personnel which will operate as a filter when associated with a service call.
When a Service Call is created, planners can select a predefined skill from the Skills dropdown, in order to match available technicians to customer requirements.
Additionally, you can also use the Find Matching Technician feature in order to see which technicians’ skills match the service call requirements.
A Closer Look
When you navigate to the Skills Management tab of the Workforce Management module, you will see the following:
|Name||Required. The name of the skill.|
|Description||The description of the skill. Though this field is not required, it is recommended, as the description will display as a tool tip when creating technician and service call filters.|
When a skill is selected from the Skills pane, the application will display the following information:
|Technician||In the panel to the right, the application will display all technicians currently associated with the selected skill. To add associate additional technicians with the skill, you can search by name in the
|Valid From||Optional. The beginning date on which the skill is valid. As skills can also be associated with attributes such as licenses, certifications, visas, etc, this can help ensure that only technicians with valid credentials are assigned to service calls with such requirements.|
|Valid To||Optional. The end date on which the skill is valid. As skills can also be associated with attributes such as licenses, certifications, visas, etc, this can help ensure that only technicians with valid credentials are assigned to applicable service calls, and that if the credentials have lapsed and are no longer valid, they won’t receive assignments that require them.|
Skills are a defining filter for every business. With the Skills Management tab, you can create new skills and associate them with employees. When a service call is created and a skill is selected, this will filter the available employees.
Let's say that a new service call has come in. The customer is in Italy, which means that the technician that responds needs to be assigned to the Italian territory, and have the necessary language skills to fulfill the service call.
By navigating to the Skills tab, you can create a new skill by adding a name and description.
Once a skill has been created, you can then assign them to technicians and employees.
After a skill has been created, you can then assign them to technicians that possess these skills.
By selecting a skill from the skill list, you can then search for technicians in the technicians search field. By selecting a technician record from the returned records, you are thereby assigning the technician the skills. To delete the technician skills association, simply click the "x" beside the technician name.
Create Technician Filter
The Filters feature of the Workforce Management module is used to create and apply filters for both Service Calls and Technicians. Once created, these filters can be used to quickly filter technicians or service calls in order to improve service call outcomes while streamlining the planning process.
Filters can be as general or granular as needed. For instance, you might want to apply a filter when service calls originate from a specific country, and ensure that the technicians assigned have the necessary language abilities and/or proximity to best respond.
In order to create a techcnian filter like that, you could add the following conditions:
And when service calls originating in Italy were received, you could then apply this filter and assign the service call to an available technician that has the correct position, operates in the relevant territory, and possesses the necessary skills.
Best Matching Technicians
|Note:||In order to use this feature, there must be skills associated with technicians, and required skills associated with service calls.|
The Best Matching Technicians feature allows you to see which technicians are best suited for a service call, as well as provides prompts when service calls with specified requirements are assigned to technicians with missing skills.
To find the best matching technician for a service call with specific skill requirements, complete the following:
- From the Service Call List right-click on the service call for which you would like to view the best-matching technicians.
- Select the Find Matching Technicians option. Under the Service Calls Details pane, the application will display a new Best Available Technicians section:
- When you select a technician, the application will display the following information:
|Include Booked Technicians||Checkbox. This option allows you to query for both available and booked technicians in order to find the best technician.|
|Name||The name of the technician.|
|Availability||The current availability of the technician.|
|Rating||The rating reflects the suitability of the technician for the service call based on the ratio of matching and missing skills.|
|Missing Skills||Any/all skills that are missing from the technician but recorded as “required skills” when the service call was created.|
|Matching Skills||Any/all skills that the technician possesses that were were recorded as “required skills” when the service call was created.|
- After finding the best matching technician, you can then drag-and-drop the service call from the Service Call List onto the matching technician’s schedule. If there are missing skills, the application will display the following:
- If you want to proceed with the service call, select the
Plan Anywayoption. If you want to assign the service call to another technician, select the
- When complete, you can release the service call to the selected technician by clicking the
Permissions and Configurations
The following permissions are required to operate the Skills Management feature.
|Tag Create||If checked, allows you to tag skills to technicians in the skill management feature of the Workforce Management module.|
|Edit Skills||If checked, allows you to edit or update existing skills records.|
|Tag Update||If checked, allows you to update tagged associations between skills and technicians.|
|Delete Skills||If checked, allows you to delete skills records.|
|Tag Delete||If checked, allows you to delete tagged associations between skills and technicians.|